IT Operations Support Analyst - Information Services

Bay Cove Human Services, Inc.•Boston, MA

23h•$26

About The Position

Bay Cove Human Services’ mission is to partner with people to overcome challenges and realize personal potential. Bay Cove pursues this mission by providing individualized and compassionate services to people facing the challenges associated with developmental disabilities, mental illness, substance use disorders, and homelessness at more than 175 program sites throughout Greater Boston and Southeastern Massachusetts. Job Summary: The IT Support Analyst provides technical support in person, over the phone at the Help Desk, and remotely by solving technical problems, maintaining systems and enhancing services provided by the Information Services department. The IT Operations Support Analysts reports to the IT Operations Support Manager.

Requirements

Two or more years experience supporting desktops, laptops, and peripherals in a networked environment, with moderate to advanced experience in installing, upgrading, and troubleshooting Microsoft Windows and Microsoft Office.
Experience resolving internet, network, and telephone connectivity problems.
Two or more years demonstrated Help Desk or Customer Support experience assisting others over the phone.
Experience supporting computers in a Windows WAN/LAN environment.
Bachelor of Science/Arts degree, preferably in a related field, and/or Microsoft certifications and other relevant certifications.
Experience participating in projects for IT support and/or enhancements.
Demonstrated teamwork and customer service skills in a fast-paced, multitasking environment.
Ability to lift and transport moderately heavy objects such as computer and peripherals.
Valid driver’s license and access to a vehicle when necessary.
Overtime and weekend work as necessary.
On-call emergency response system.
Ability to create and maintain a good rapport with end-users, colleagues, and vendors, whether over the phone, via email, or in person. Customer service orientation with ability to negotiate and resolve differences
Ability to identify, analyze, troubleshoot, and solve complex programs.
Detail-oriented, well-organized, and accurate.
Ability to prioritize and to set and meet deadlines.
Ability to effectively handle various duties simultaneously and work under pressure.
Strong verbal and written communication skills.
Ability to work as a member, of multidisciplinary groups as well as work independently with minimal supervision.

Responsibilities

Troubleshoot and resolve problems with computer hardware, peripheral hardware (printers, copiers, faxes, scanners, etc.), software, internet and network service, email and Intranet accounts, phones and phone service, network and internet equipment, and telephone network wiring.
Provide troubleshooting and support via on-site/desk-side visits, remote connections, and the Information Services Help Desk. Serve as the initial responder at the Help Desk to requests made via phone calls, emails, and in person.
Document requests and issues in the department tracking system and assign, update, and complete work orders.
Prepare, configure, and deploy new, replacement, or upgraded computer hardware, peripheral hardware, software, phones, and network equipment and cables.
Create and maintain user accounts, shared resources and permissions with Active Directory, our Intranet and email systems.
Contribute to the maintenance and application of hardware, software, and processes for information security, particularly in regards to end-user hardware, software, and processes.
Work with external vendors for installations and repairs when assigned.
When assigned, assess potential new and replacement equipment for functionality and price.
Participate in the department’s emergency on-call response system.
Complete all mandatory annual training required for all members of the workforce by the annual deadlines.
Other duties as assigned.